The Four Seasons in Limassol, Cyprus has been open since 1993 and is independently owned and operated by Muskita Hotels Ltd. It’s a Five Star deluxe property with 304 rooms, 6 restaurants, 4 bars, and extensive conference facilities, Shiseido Spa, a full range of sports and fitness facilities and a shopping area with exclusive boutiques, watches and jewelry. The Hotel is situated on its own sandy beach, which has been awarded with the Blue Flag (a symbol of cleanliness and safety awarded by the European Community) and is 8 kilometers East of Limassol city center.
The Four Seasons’ management is constantly looking for effective ways to build strong relations with its customers and optimize sales programs. The Hotel’s website is its important marketing tool that helps the property to attract and retain elite guests from all over the World.
Mr. Nick Aristou, the property’s Executive Director, decided to enhance the website with an online business chat solution. “Our objective was to make it easy for our customers to navigate the website,” says Mr. Aristou. “Also, we wanted to convert as many visitors into customers as possible by making it easy for them to complete bookings.”
Mr. Aristou, who has a strong technology background, did a thorough review of available products, including such market leaders as LivePerson. However, none of them matched Four Season’s specific needs. The main limitations were the lack of multilingual support, patchy compatibility with tablet users and absence of robust archival features.
Then Mr. Aristou came across LiveWebAssist, a chat solution deployed on the IceWarp site, and realized it was the perfect match. He decided to try it out on the Four Season’s site, but then found out it was not the final release yet. Still, Mr. Aristou went ahead and launched LiveWebAssist at Four Seasons’ webpage, assigning three operators to interact with customers.
From the very beginning, the Four Season’s customer service team was making the most of LiveWebAssist’s multilingual interface and Knowledgebase support features to interact with customers in English, Greek and Russian.. The property’s sales and marketing team started to see LiveWebAssist’s effect almost immediately – the bookings increased.
“LiveWebAssist contributed a lot to this on many occasions,” says Mr. Aristou. “Our analysis showed that customers booked because they were given real-time explanations through the chat service.”
Four Season’s technology team also liked LiveWebAssist’s capability to recognize returning Website visitors.
“The excellent feature helps an operator to resume the conversation from the same spot where it was ended or interrupted,” says Mr. Aristou. “That makes users spend on average 7-8 minutes on the site, a very high indicator.”
In an approach radically different form other chat products, LiveWebAsisst supports the InLine no-flash chat architecture, eliminating pop-up windows. This design allows more visitors to initiate chat sessions, because they don’t have to deal with popup blockers and assures usability for visitors from tablets like iPad or Android.
Additionally, this option gives actionable information about the visitors’ behavior.
“The operators can tell exactly where the user is on the site, so they can offer them immediate assistance, tell them where to go and answer questions with a high degree of relevancy,” says Mr. Aristou. “It’s a very useful feature.”
LiveWebAssist’s analytical capabilities helped the hotel to optimize its Internet marketing strategy.
“LiveWebAssist analytics capabilities are very good,” notes Mr. Aristou. “They are helping us to locate sources our customers are coming from. It’s a very effective tool, especially when used in conjunction with Google analytics.”
Another feature Four Seasons’ team found practical is LiveWebAssist Knowledgebase. At any point of the conversation, it allows to insert pre-approved messages (such as terms and conditions, cancellation policy, etc.) as well as URLs and graphics with a single click.
“It has been very useful, we have almost three pages of knowledgebase content now,” notes Mr. Aristou. “The option provides more professional outlook and helps to standardize responses. Operators don’t have to think about how to phrase them. In the near future, we are planning to extend the knowledgebase with images and, possibly, videos.”
According to Four Seasons’ technology team estimates, the training and ramp-up process was painless.
“The functionality of the program is simple, anybody who can use a social chat program can get accustomed to LiveWebAssist very easily,” notes Mr. Aristou.
For the support function, Four Seasons team used LiveWebAssist Direct Chat Technology, the VIP connection that gives dedicated access to key IceWarp support personnel. This option makes it possible to reach the important contacts no matter where they are – at their desktop, off-site, or on the road.
“The VIP link option has been very useful, and IceWarp support team was very prompt,” says Mr. Aristou.
Four Seasons is now planning to expand LiveWebAssist functionality.
“We are considered using it on mobile devices, and, possibly, integrating the solution with a new CRM system,” says Mr. Aristou.
In the future, the property is thinking about hiring more operators and starting to use LiveWebAssist automated translation functionality.
According to Mr. Aristou’s estimates, LiveWebAssist was showing compelling ROI from the day it was implemented.
“Just from my own observation, from the number of bookings that have been converted directly through LiveWebAssist, I can say that it has paid for itself almost immediately” says Mr. Aristou he would definitely recommend LiveWebAssist to other organizations in the hospitality industry.
“Selling hotel rooms is always a complex matter,” says Mr. Aristou. “Usually, hotel bookings for five+ star hotels are a very high-value item. It’s not a $10-20 purchase from Amazon. They are usually $5,000-6,000 per transactionand there are many issues for potential customers to understand before they actually commit to book. Anything that can give a customer greater confidence and prompt him to make a decision to buy is very valuable. LiveWebAssist gives us exactly that.”
Australian BPO services and offshore contact centre operator Acquire has finalised the acquisition of Philippine-based BPO Shore Solutions.
The acquisition by the Melbourne-based Acquire, which operates contact centres primarily in the Philippine capital Manila, expands the company's workforce to around 7,000 worldwide, including 2,000 employed by Shore. Shore, established in 2005 as a consultancy for companies looking to offshore their operations, offers contact centre, BPO, IT and professional services to clients globally, including Australia.
Acquire, also established in 2005, provides contact centre and BPO services for a wide range of industries including telecommunications, banking and financial services, insurance, media, education and retail. Acquire CEO Scott Stavretis told iTWire that the Shore purchase brings in services, particularly back-office functions, that complement Acquire's primarily contact centre business operating through its six Manila contact centres.
US-based outsourcer Allied Global has completed a move and expansion of its office in Metro Manila, more than tripling its capacity.
The new office can accommodate 270 workstations, capable of accommodating over 400 team members. "Based on the excellent results our existing clients have received, and the overwhelming interest from new prospects, this move was vital and enables us to realise growth in our offshore capabilities," said Allied Global's Jason Henning.
"While it is just 21 months after first opening our doors, the success and quality results driven by our local team members has expedited us to Phase 2 of our long term growth plan." Allied opened its primary office in Manila in January 2013 starting with 75 operational seats.
Lisbon, Portugal, November 20th, 2014 - Altitude Software, a leader in unified customer interaction solutions, today announces the availability of new campaign optimization features in Altitude uCI 8, the latest major release of the award-winning customer interaction management suite.
Altitude uCI 8 helps contact centers manage and apply business intelligence "on the fly" in outbound services. Campaign creation, replication and management are fast and intuitive. Contact center decision makers benefit from advanced functionality to analyze real time data, change segmentation and accelerate campaign returns. New management algorithms evaluate resources, tasks, skills and compliance to deliver the best business results, while using powerful predictive, power and preview dialing solutions.Boost your business with intelligent customer engagement
"In a new world of transparency and interconnected people, companies should become highly proactive in their communications and more effective in anticipating issues and profiting from emerging opportunities in sales, marketing and customer service", states David Romero, Chief Marketing Officer of Altitude Software. "Key organizations worldwide are realizing great value from contact centers and achieving their goals in revenue generation, cost savings and customer service differentiation, by embracing intelligent customer engagement with Altitude Software solutions".
Altitude uCI 8 is the latest release of Altitude Software’s solution suite, now in use in 1100 contact centers worldwide. It includes hundreds of new features focused on increasing the contact center's ability to perform profitably, and deliver significant innovation in key business areas.Altitude uCI 8 new campaign optimization features:
Altitude uCI 8 new campaign optimization features enable companies to apply business intelligence in real time in outbound services, and features:
"Altitude uCI 8 enables intelligent customer engagement through contact automation, business intelligence, and innovative campaign management and reporting capabilities" states David Romero. "We have a great track record of helping companies outperform competitors by delivering the right message at the right time, using the right channel for the right contact".Contact center increases productivity in complex outbound campaigns
YOURVOICE is an innovative contact center services provider in Portugal. it was the first contact center to offer its services relying entirely on VoIP solutions (powered by Altitude Software). Operating since 2007, it employs 500 agents in two sites, experiencing sustained growth in the market, with customers among the leading companies in Telecommunications; Banking and Services industries.
Altitude uCI 8 is helping YOURVOICE manage and apply business intelligence in outbound services. Campaign creation, replication and management became faster and more intuitive. YOURVOICE is benefiting from advanced functionality to analyse real time data, change segmentation and accelerate campaign returns.
"Altitude uCI 8™ solutions made us more productive and effective in customer acquisition campaigns with complex requirements" states the company’s CIO, Mr. Paulo Cera. "We were able to boost campaign performance with more accurate targeting and customized monitoring in real time. This enabled us to become faster and better at adjusting operations for higher returns".
Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.